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How Deryan automated 87% of delivery-related support tickets
When family travel & outdoor brand Deryan’s order volume doubled year over year, delivery questions started to fill the support queue. Customers wanted answers about address errors, missed scans, and parcel statuses.
Deryan’s team needed a faster way to spot delivery issues, update customers, and keep support manageable without adding more agents. By connecting Sendcloud with their e-commerce support platform Gorgias, Deryan moved from manual ticket handling to automated, proactive support. Over the last 12 months, the team has automated 87% of delivery-related tickets and reduced resolution time by 97%.
CHALLENGE
Growth turned delivery support into a bottleneck
As Deryan’s order volume increased, customer expectations increased with it.
Many of these tickets came from preventable delivery issues: address errors, missed scans, late same-day shipping cut-offs, and delivery promises that varied across markets.
The team spent too much time checking parcel statuses, following up on individual cases, and going back and forth between systems. Deryan needed a support setup that could catch delivery issues earlier and help customers before they reached out.
“We were handling 20,000 support tickets manually every month, of which almost 70% were delivery-related, ‘Where is my order?’ questions."
— Robert Bos, Head of E-commerce Platform, Deryan
SOLUTION
From reactive tickets to proactive resolutions
Proactive notifications triggered by shipping events
Timing is everything in delivery support. Instead of waiting for customers to ask where their order is, Deryan now uses Sendcloud shipping data to spot issues earlier. Sendcloud detects issues such as:
Address errors
Missed scans
Delayed shipments
Off-track parcels
These shipping signals automatically trigger messages in Gorgias, so customers receive a clear, personalized update before they contact support.
If the customer replies, automation handles the conversation where possible. This has enabled Deryan to automate 87% of its delivery-related tickets and resolve them without agent involvement.
“Now we handle tickets in one touch rather than having to chase carriers back and forth.”
— Robert Bos, Head of E-commerce Platform, Deryan
Catching address errors before they cause failed deliveries
Address errors were one of Deryan’s biggest ticket drivers. To reduce them, the team added an extra validation layer before label creation.
Deryan can now catch issues at two key moments:
Before shipping, through address validation before label creation
During delivery, through carrier signals from Sendcloud
When Sendcloud flags a carrier issue or address problem, it triggers the right flow in Gorgias. Customers get faster updates, and the support team spends less time fixing failed deliveries manually.
That means fewer failed deliveries, fewer support tickets, and more satisfied customers.
Structured workflows for support at scale
Deryan also moved from manual case-by-case handling to structured workflows inside Gorgias.
The team now works with:
Dedicated views by issue type, such as address errors, missed scans, and delays
Clear ownership across the support team
Automated prioritization based on shipping signals
Live parcel information connected to each customer case
This gives agents the context they need without switching between tools. It also helps Deryan keep support manageable as order volume continues to grow.
“Before Sendcloud, we reactively handled each delivery issue. Now customers are notified of any issues before they even notice, without the team having to follow-up.”
— Job de Haan, Customer Success Manager, Deryan
RESULTS
Fewer tickets. Faster resolutions. Better delivery experience.
By connecting Sendcloud with Gorgias, Deryan changed how delivery support works. Instead of reacting to every shipping issue manually, the team can now identify problems early, send proactive updates, and resolve many cases automatically.
“What used to be hours spent on issue management is now reduced by 97%.”
— Robert Bos, Head of E-commerce Platform, Deryan
By connecting Sendcloud with Gorgias, Deryan turned delivery issues into automated customer conversations powered by live shipping data. Customers get answers sooner, and the support team has more time for cases that need a human touch.
~10% fewer tickets
Proactive communication helps stop delivery issues from becoming inbound support requests.
Robert Bos
Head of E-commerce Platform
Deryan
230 customers helped automatically within the first 2 weeks
Address validation alone resolved hundreds of cases, without agent involvement.
Robert Bos
Head of E-commerce Platform
1-touch resolution
Automation reduced back-and-forth and helped the team resolve delivery questions faster.
Job de Haan
Customer Success Manager
Deryan
Support scales without headcount
Order volume continues to grow, while ticket volume stays manageable.
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